Manager, Technical Support – ANZ
Core
Lead and manage a team of Technical Support Engineers across L1 to L3 support levels to resolve complex technical issues for mobile and IoT device management solutions.
Role type
Senior IC technical support manager
Builds
Production support operations and customer outcomes for mobile and IoT device management solutions
Domain
Mobile computing and IoT device management
Deliverable
Dashboards & analysis
Required skills
Team leadership, SLA management, escalation handling, performance reporting, workflow optimization, workforce planning, cross-functional collaboration, technical troubleshooting, coaching and mentoring, shift management
Preferred skills
Mobile Device Management (MDM) solutions, Microsoft SQL
Technologies
Windows, iOS, Android, Blackberry, Microsoft SQL
Responsibilities
Lead and manage a team of Team Leads and Technical Support Engineers across L1 to L3 support; Conduct regular one-on-one meetings to drive performance, engagement, and career development; Ensure adherence to SLAs, response times, and overall service quality standards; Monitor support queues, escalations, and resolution effectiveness to maintain operational excellence; Prepare and present monthly performance reports, including key metrics, insights, and improvement plans; Coach and develop team members to enhance technical capability, productivity, and career progression
Seniority
Senior, hands-on IC with management responsibilities
